VIP Team Lead

About the role

Marketech Solutions, an iGaming technology company, is expanding its VIP function across multiple brands and markets. As the VIP Team Lead you will shape strategy, coordinate a dedicated team and drive long‑term relationships with high‑value players.

Key responsibilities

• Develop and execute a VIP strategy aligned with business objectives.
• Organise, assign tasks and monitor performance of the VIP team.
• Build and nurture long‑term relationships with VIP clients to increase retention and LTV.
• Standardise VIP processes, procedures and workflows across brands.
• Manage VIP/CRM tools, collaborate with Product and Development on enhancements.
• Track key VIP metrics such as Retention Rate, Reactivation Rate, Lifetime Value and ARPPU.
• Produce standardised reports and analyses.
• Work with Brand, Product, CRM, Risk, Analytics and Support teams.
• Create SOPs, manuals and support onboarding and knowledge transfer.
• Represent the VIP function in cross‑functional meetings and strategic sessions.
• Identify obstacles, remove bottlenecks and continuously improve the VIP experience.

Required profile

• Minimum 3 years experience in VIP, CRM or customer‑retention roles.
• 1–2 years experience leading or coordinating a team.
• Strong analytical understanding of VIP KPIs (RR, Reactivation Rate, Lifetime, ARPPU).
• Active English proficiency (B2 or higher).
• Higher education in economics, management, marketing, IT or related field (preferred).
• High professional integrity, discretion and decision‑making ability.
• Willingness to work flexible hours, shifts and occasional travel.

Required skills

• Experience with VIP/CRM platforms (e.g., GR, Backoffice, Control).
• Advanced Microsoft Excel.
• Power BI.
• Microsoft Office suite.